The Root Level Technology SLA

COLOCATION SERVICES SLA

Included Colocation Services “Colocation Services” means the following, to the extent specified in an Order. Lease of Space Root Level Technology will lease or sublease to Customer certain space (“Space”) in certain facilities, as specified in the Order, solely for use by Customer. Subject to the SLA below, all Space shall be delivered to Customer, and Customer hereby accepts such Space “AS IS.” The Space reflected in the Order is the estimated gross square footage required to meet Customer’s space, power and cooling needs with its installation.

Network SLA

Root Level Technology will provide customer with 100% network uptime excluding scheduled or emergency maintenance. If a network outage occurs we will provide credit based upon the following formula.

Total Downtime (seconds) / Total time monitored (seconds) = DOWNTIME%

100% – DOWNTIME% = UPTIME%

Uptime %

Service Credit

Less than 99.95% but equal to or greater than 99.0%

10%

Less than 99.0%

20%

Power and Cooling Infrastructure

Root Level Technology operates in data centers with resilient and fault tolerant power and cooling infrastructure so that the facility can maintain 100% uptime for its power and cooling.

Dedicated Servers SLA

Root Level Technology provides dedicated servers based on customer selection via our web interface. We guarantee 100% uptime and everything stated on this page applies to Dedicated servers as well, however Root Level Technology does not accept responsibility for any downtime occurrence that happens due to:

Unavoidable failed hardware on the system itself. (Root Level Technology will still replace any failed hardware that is leased by the client)

Any software related issue that occurs while the system is in the customers control.

If you have any questions about certain scenarios fit under the above categories then please open a ticket here.

Managed Services SLA

Our Managed Services SLA is customized to fit the needs of each customer requesting the services. If you have a managed service with us but don’t recall seeing an SLA, please contact us as soon as possible and we’ll be happy to re-provide you the SLA for your service with us.

Maintenance

To ensure that our systems are running the very latest versions of their software we will schedule maintenance from time to time to apply updates to the various software managing our infrastructure. Each impacted customer will receive and email no later than 7 days before maintenance is scheduled, alerting them of the work involved including any downtime associated. However in some cases emergency maintenance is needed and to retain the level of security we do, we must perform security updates immediately. Any maintenance performed, scheduled or otherwise, does not count towards your overall “Total Downtime”, unless the maintenance is in effect due to human error.

Credit Requests

To receive an SLA credit please open a ticket here, within 10 days of the outage. Please include a related ticket ID in which you reported the downtime to us, including dates and times of unavailability, and any other information. Once a request has been verified we will credit your account within 30 days on your next invoice.